The document provides a monthly performance review for Irrua Service Unit covering July 2015. It includes objectives to highlight key performance indices, challenges, and adopted strategies. The review covers financial, customer, and internal process perspectives. Key points include energy and revenue figures, customer base details, safety reports, and identified issues around payment challenges, illegal reconnections, and population/metering gaps. Strategies to address gaps include capturing illegal customers, reclassification, encouraging meter purchases, and intensifying efforts on target customer groups. The conclusion expresses hope for continued monthly improvements, and there is an open Q&A section.

1. BEDC
Irrua Service Units
Monthly Performance Review
Sessions’ Framework
July, 2015.

2. Objectives of the Presentation
 To highlight basic performance indices of the Service unit
 To highlight various challenges that affected the Service unit in the review
period
 To highlight strategies adopted for the achievement of planned
performance

3. Table of Content
Objectives of the Presentation
Part 1: Introduction
Part 2: Balance Score Card Perspectives
 Financial Perspective
 Customer Perspective
 Internal Processes Perspective
 Learning & Growth
Part 3: Conclusion
Questions & Answers

4. Part 1 : Introduction
 Service Unit’s Name: Irrua Business Unit: uromi State:Edo
 Area of Operation’s Coverage
[The Service Unit Covers ...........number of Local Governments Areas in ..............State,
namely; ....................................with total area of ...............1km2]
SERVICE
CENTRE
LOCATIONS
LOCAL
GOVERNMENT
HOUSEHOLD
POPULATIO
N
NO OF COMMUNITIES SERVED
TOTAL CUSTOMER
POPULATION
Bulk Billed
Non Bulk
Billed
TOTAL
Metered Unmetered
OPOJI IRRUA ESAN
CENTRAL
596 1 2 3 557
EWU IRRUA ESAN
CENTRAL
2418 3 3 1836
IRRUA IRRUA ESAN
CENTRAL
2870 2 2 2662
PPM IRRUA ESAN
CENTRAL
75
TOTAL 5884 1 7 8 5132

5. Energy to Collection Highlights
Part 2:
Financial Perspective
Service
Unit
Customer
Population
Energy Input
(MWH)
Cost of Energy
(N’million)
Energy Billed
(MWh)
Amount Billed
(N’million)
Amount
Collected
(N’million)
Total
Outstanding
Debt (N’million)
ATC & C
Losses (%)
A B C D E F G H = 1 - N
Irrua May-15 5105 924948 21353388.52565232 13203800.91 7079553 162367785 67.2
Jun-15
5132 1004498 26254641.39741041 17497690.11 9058328.05 182192473.00 62.98
Jul-15 4208 1202398.78 28300645.18625656 14854598.39 11231940.71 128655294.39 60.66
Number of
Book
No of
Customer
Response
Outstanding as at
previous month
(N’ million)
% Cost of
Energy
Collected
Billing Efficiency
(%)
Marketing
Efficiency (%)
Collection
Efficiency (%)
Debt Recovery
Index
(%)
ATC & C
Losses
(Naira)
I J K L = ( F/C)* 100 M = (D/B) * 100 N = M * O O = (F/E) * 100
P = { (K - G)/K) *
100
Q = H * C
May-15 48
993 154674604.3 33.15 61.11 32.77 53.62 -4.92 14349477.09
Jun-15 48
1716 171915621.99 34.573.77 38.19 51.77 -5.98 15412686.87
Jul-15 48
2095 182192473.00 39.6952.03 39.34 75.61 29.39 17166828.6

6. Financial Perspective
Service
Unit
Customer
Type
Amount Billed (N’million)
Cash collected from Current
billing (N’million)
Collection from Outstanding
Debt (N’million)
% of cash collected from Amount
billed
May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15
irrua
MD
3421695.
62
348596
8.41
3530729.
31
3904865.
05
3639685.
05
3839661.
18 - - - 114.12 104.41 108.75
Prime
404591.1
9
454707.
74
528557.1
4
365455.0
0
322090.0
0
323650.0
0 - - - 90.33 70.83 61.23
Non-MD
1320380
0.91
135570
13.96
10795311
.94
2809233.
00
4909200.
00
7068629.
73 - - - 21.28 36.21 65.48
Total
1703008
7.7
174976
90.11
14854598
.39
7079553.
05
9058328.
05
1123194
0.91 - - - 41.57 51.77 75.61

7. Financial Perspective
STRATEGIES AND PROPOSED CASH COLLECTION PLAN TO COVER THE GAP
•946 Nos Nmd Customers will pay 2.9m in the next two two weeks.
•10 Nos Md customers will pay 2.6m in the next two weeks.
•30 Nos Pmd customers will pay 450,000.00 in the next two weeks.
•Customers response will improve henceforth.
GAP ANALYSIS AND STRATEGIES
Month Total Cash Collection
Gaps before the Review
Month (from Jan 2015)
(N’million)
Review
Month Cash
Collection
(N’million)
Review Month
Cash
Collection
Target
(N’million)
Review Month
Cash
Collection
Shortfall
(N’million)
Present Month
Cash
Collection as
at Date
(N’million)
Present
Month Cash
Collection
Target
(N’million)
Present Month
Cash Collection
Shortfall as at
Date (N’million)
Cash
Collection Gap
as at Date
(N’million)
Outstandin
g Debt
Balance
(N’million)
A B C D = C - A E F G = F - E H = A+D + G I
May-15 46262911.10 7079553.05 21353388.52 24909523.00 776080 21353388.5
2
20577308.50 41930696.6 1623677
85.21
Jun-15 61675579.96 9058328.05 26254641.39 35420957.00 3098315.00 28300645.1
8
25202330.2 51456971.00 1821924
73.00
Jul-15 78744302.23 11231940.9
1
28300645.18 -33374953 327365 31444252.9
7
31116888 59417533.00 1286552
94.39

8. Customer Base Overview for the Month: Performance with Period Comparative
Customer Perspective
SERVIC
E UNIT
CUSTO
MER
TYPE
UNMETERED CUSTOMER PRE-PAID CUSTOMER READ CUSTOMER MINIMUM BILLING ESTIMATED CUSTOMER
May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15
SUMMARY OF CUSTOMER BASE
irrua MD 3 3 3 - - - 9 10 8 2 1 3 - - -
PRIME 20 19 19 - - 15 15 14 11 12 13 - - -
NON-
MD
609 608 386 66 75 75 1194 962 1020 641 740 631 2535 2687 2036
SUMMARY OF ENERGY BILLED (MWH)
irrua MD
13287
0
134952 135909
PRIME 17395 14638 17153 BREAK DOWN NOT AVAILAB LE
NON-
MD
56523
2
591416 47259
4
SUMMARY OF AMOUNT BILLED (N’million)
irrua MD
34216
95.62
348596
8.41
353072
9.3
PRIME
40459
1.91
454707
.74
52855
7.14
BREAK DOWN NOT AVAILAB LE
NON-
MD
13203
800.00
135670
13.96
10795
311.94

9. July-15 Customer Base Overview for the Month: Performance with Period Comparative
Customer Perspective
CUSTOMER
TYPE
NUMBER OF
BILL
PRINTED
NUMBER OF
DELIVERED
BILLS
NUMBER OF
UNDELIVERED
BILLS
REASONS FOR NON-DELIVERY OF BILLS
REASON 1 LDNP and
failed S/s.
REASON 2 PPM, OTHERS REASON 3
COUNT % COUNT % COUNT %
MD 14 12 2 2 100 - - - -
PRIME 46 40 6 6 100 - - - -
NON-MD 4148 3780 368 300 81.52 68 18.48 - -
Service Unit Customer type Customer Population % Population
MD 14 0.33
Prime 46 1.09
Non-MD 4073 96.79
Pre-Paid 75 1.78
Total 4208 100

10. Customer Perspective
ILLEGAL CUSTOMER CAPTURED
Service
Unit
May -15 CAPTURED CUSTOMER Jun -15 CAPTURED CUSTOMER Jul -15 CAPTURED CUSTOMER
Count
Amount Billed
(₦’Thousand)
Amount paid
(₦’Thousand)
Count
Amount Billed
(₦’Thousand)
Amount paid
(₦’Thousand)
Count
Amount Billed
(N’Thousand)
Loss of Revenue
Charged
(₦’Thousand)
Loss of Revenue
Paid
(₦’Thousand)
84 357,638.65 323,262.42 18 79,998.03 10,000.00 2,000.
00
75456.09 50,000.00 2000.00
NEW SERVICE CONNECTION
RECLASSIFICATION
Service Unit
Credit Customer Pre-paid Customer
May-15 Jun-15 Jul-15 May-15 Jun-15 Jul-15
Business Unit
Number of
Reclassification
Done May-15 Jun-15 Jul-15
18 10 18 66 75 75 UROMI - - - -
Service Unit
Month
CUSTOMER COMPLAINTS
Billing Issues Metering Issues Supply Issues Average
Resolution
Time
Count No Resolved
Response
Rate
Count No Resolved
Response
Rate
Count No Resolved
Response
Rate
May -15 14 12 85.71 11 9 81.81 25 19 76.00
Jun -15 16 15 93.75 II 9 81.82 19 16 84.21 -
Jul -15 14 10 71.43 6 4 66.66 24 18 75.00 -

11. Customer Perspective
KEY CUSTOMERS ISSUES & EXPERIENCE IMPROVEMENT STRATEGIES
CUSTOMER
PERSPECTIVE
IDENTIFIED ISSUES & CONSTRAINTS STRATEGIES TO IMPROVE CUSTOMERS EXPERIENCE
BANK PAYMENT CHALLENGES. THE SERVICE UNIT
HAS JUST ONE BANK AVAILABLEBBBBANK
ENCOURAGEMENT OF BANK MANAGERS TO
ENSURE POSTING OF PAYMENTS MADE**
HOSTILITY AND ILLEGAL RECONNECTION BY
DISCONNECTED CUSTOMER.
MONITORS DISCONNECTED CUSTOMER AND
ENLIGHTEMENT OF CUSTOMERS

12. Customer Perspective
July 2015 Customer Population Gap Analysis
Customer Population Household Population Population Gap Strategies and Proposed Plan to Cover the Gap
A B C = B-A D
4208 5884 1676
CONSTANT CAPTURING OF ILLEGAL CUSTOMERS IN OUR
NETWORK
July 2015 MD and Prime Population Gap Analysis
MD Pop.
MD % Pop.
to the Total
Popn
MD %
Pop.
Target
MD %
Pop. Gap
Prime
Pop.
Prime % Pop.
to the Total
Pop.
Prime %
Pop.
Target
Prime %
Pop. Gap
Strategies and Proposed Plan to Cover the
Gaps
E F = (E/A) * 100 G = 1% H = G- F I J = (I/A) * 100 K = 5% L =K- J M
14 0.33 1.00% 0.67 46 1.09 5% 3.91
WE HOPE TO INTENSIFY OUR EFFORT ON
RECLASSIFICATION
July 2015 Metering Gap Analysis
Number of metered Customer Metering Gap Strategies and Proposed Plan to Cover the Gap
N O = A-N P
1689 2519
THE LIFTING OF EMBARGO ON METER PROCESSING WILL ENCOURAGE CUSTOMERS TO
PAY FOR METERS HENCEFORTH
GAP ANALYSIS AND STRATEGIES

13. Safety Reports
SAFETY REPORTS
Service Unit Month
No of Safety talk
done
No of Near Misses
No of Minor
Incidence
No of Major
Incidence/Fatality
Total No of
Incidents/
Accidents
Causes of major
Accidents
May -15 1 - - - - -
Jun -15 1 - - - - -
Jul -15 1 - - - - -
Staff Distribution
Department Total No of Staff
No of Staff
Service Unit
Office
Service Centre Fault Centre Cash Offices
Distribution 6 4 2
Marketing/Commercial 1 1
Financial & Account
HR/Admin
Customer Care
Corporate Affairs
Store
TOTAL 7 5 2

14. Part 3: Conclusion
 The service unit looks forward to a better
improvement on its value to business on monthly
basis. So help us Lord.

15. Questions & Answers
 Open Floor Question & Answers from the Floor